We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 367928 results
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Decision Reference DRN-5045193
2 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5045193 The complaint Miss G complains Starling Bank Limited won’t refund transactions made from her account she says she didn’t make or authorise. What happened After returning from a holiday abroad, Miss G discovered two transactions that had debited her account on 29 May 2024 fo... (3 pages)View decision -
Decision Reference DRN-5596567
2 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5596567 The complaint Mrs E has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under her mobile phone insurance. References to Aviva include companies acting on its behalf. What happened Mrs E contacted Aviva to make a claim for damage to her mobile phone.... (3 pages)View decision -
Decision Reference DRN-5441240
2 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5441240 The complaint Mrs H complains that Santander UK Plc (Santander) won’t refund transactions totalling £267.81 which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary Mrs H ... (3 pages)View decision -
Decision Reference DRN-5569143
2 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5569143 The complaint Mr R complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) didn’t apply a 0% promotional rate to his credit card account despite it being offered to him. What happened Mr R completed a balance transfer for around £2,500 on 21 January 2025. A day ... (2 pages)View decision -
Decision Reference DRN-5486427
2 Jun 2025 American Express Services Europe Limited Not upheldConsumer CreditThe complaint Mrs D has complained about how AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) handled her correspondence regarding her account, and that her account was passed on to a debt collection agency. Mrs D has been represented in bringing her complaint.... (2 pages)View decision -
Decision Reference DRN-5416551
2 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416551 The complaint Mr K complains that HSBC UK Bank Plc won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions... (4 pages)View decision -
Decision Reference DRN-5324785
2 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5324785 The complaint Miss M complains that Monzo Bank Ltd did not reimburse the funds she lost to a scam. What happened Miss M was looking for an apartment to rent overseas. She went onto a genuine property agent website and found an apartment she liked. She contacted the agent, wh... (5 pages)View decision -
Decision Reference DRN-5593561
2 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5593561 The complaint Mr B complains that esure Insurance Limited trading as esure (“esure”) wouldn’t cover his claim for water damage to his car under his car insurance policy. What happened Mr B had a car insurance policy with esure covering his sports car, which is about 19 years... (4 pages)View decision -
Decision Reference DRN-5141768
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141768 The complaint Miss R complains that Revolut Ltd failed to protect her from a scam. Miss R is being represented by a firm I will refer to as “S”. What happened In May 2024, Miss R was contacted via an instant messaging app from someone offering her a remote working opportun... (3 pages)View decision -
Decision Reference DRN-5185879
2 Jun 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5185879 The complaint Mr S complains that ReAssure Limited (“ReAssure”) transferred his pension from a with profits fund to a deposit based fund without his consent. What happened In 1997, Mr S took out a personal pension with ReAssure invested in their with profit fund, his plan h... (3 pages)View decision
